Customer Service Officer in Nottingham

We have an exciting opportunity available for talented individuals to join our team as Triage Officers. This role enhances the effectiveness of our Customer Service Centre by providing technical support in correctly diagnosing housing repairs, validating work orders, and ensuring repairs are prioritised appropriately.

You will work closely with Customer Service centre operatives, residents, and contractors to ensure repair requests are accurate, cost-effective, and aligned with service level agreements. Your responsibilities will include reviewing work orders, contacting residents to clarify repair needs, and applying policy frameworks to assign response times. You will also help identify service trends, escalate complex cases, and contribute to continuous improvement by sharing insights with internal teams.

This role is ideal for someone with Housing Repair knowledge, strong communication skills, a proactive approach, and a commitment to delivering excellent customer service.

About You

The ideal candidate will have:

• Understanding of social housing maintenance standards and repairs diagnostics.
• Ability to interpret technical repair information and apply policy judgements.
• Understanding of Awaab's Law and emergency repair protocols.
• Evidence of working successfully in partnership across different sectors, building and maintaining good working relationships.
• Drive and motivation, ability to deliver against challenging objectives.
• Problem-solving and decision-making in a fast-paced environment.

Full duties of the job description can be found here. Please ensure you demonstrate clearly how you meet the 6 requirements in your CV & supporting document.

Closing Date: 23rd January 2026 (11:59pm) - Please note there may be occasions where we close the advert before the closing date, and we encourage you to apply as soon as possible.

Thank you for your interest in working for Nottingham City Council. As one of the largest employers in Nottingham, we offer a wide range of roles across a range of services. In return for your skill, drive, and commitment to serving the people of Nottingham, we can help you to develop an exciting and rewarding career, with access to the following benefits:

• 26 days annual leave (rising to 33 days after 5 years service) + bank holidays with the ability to buy additional leave annually.
• Access to a generous, defined benefit pension scheme offering 17.9%.
• Smart Working to support your work-life balance.
• Health and wellbeing benefits including access to our Employee Assistance Programme.
• Discounted membership at selected local sports and fitness centres, cinema, shopping, and much more!

Nottingham City Council is committed to recruiting a talented workforce that reflects the communities we serve. We are a fair and inclusive employer and welcome applications from people from all backgrounds and with different abilities. We recruit for diversity and value difference. We particularly want to hear from you if you are from Minority Ethnic communities, identify within the Lesbian, Gay, Bisexual, Transgender community (LGBTQ+), and if you are Disabled - these groups of people are underrepresented in our workforce, and we'd like to reflect our local population more through our recruitment processes. We are supportive of flexible working arrangements wherever possible and we would encourage you to discuss this with us during the selection process, should this be something you are interested in.